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1 DATA SHEET iet ITSM IT Service Management through ITIL To keep a business running as smoothly as possible, IT must operate by defined processes and must align itself with business needs. There are guidelines, such as the Sarbanes- Oxley-Act (SOX) and industry specific requirements for banking, insurance companies, and accounting firms, that make tracking IT processes imperative. The IT Infrastructure Library (ITIL) and ISO/IEC offer best practices for IT processes. iet ITSM is aligned with ITIL and ISO/IEC best practices and supports the following IT service management processes: Incident Management Problem Management Change Management Service Asset and Configuration Management Release and Deployment Management Service Level Management Availability Management iet Process Analyzer iet Process Analyzer addresses the continuous optimization, monitoring and benchmarking of the performance of the ITIL processes. Key performance indicators (KPIs) are calculated based on process data, and displayed in easy-to-use management views. Each process is graphically displayed, so that individual actions, events, employees, and associated costs are visible at a glance. A detailed analysis can be performed at the process level, providing instant insight into which action is responsible for an irregularity and how this is related to the previous and subsequent processes. iet CMDB Discovery & Intelligence Keeping the data in the configuration management database (CMDB) up-todate and accurate is a large challenge for many businesses. iet CMDB Discovery & Intelligence solves this problem. With iet CMDB Discovery, users can view their entire IT infrastructure and receive comprehensive information on IT inventory quickly including all installed software and hardware components. iet CMDB Intelligence brings the information captured by each scan into a staging area where predefined processes can identify actionable items such as security risks and configuration problems. Alerts can move the information directly to the person responsible for acting on it. The information can then be automatically delivered to the CMDB, ensuring the accuracy of the data repository that underlies so many critical business processes. iet Risk and Security Management iet Solutions' Risk and Security Management allows users to assess the areas where their business may be vulnerable, ensure the security of IT assets, and adhere to compliance policies and standards. ITIL V3 - Innovative Use of Best Practices ITIL V3, the new version of the IT Infrastructure Library best practice standard, was released in May iet ITSM is built from the ground up on ITIL, and is already closely aligned with the core of ITIL V3. The new version of the standard s IT service lifecycle describes how service portfolios are managed, services are defined and brought into production, and how they are supported operationally. The new lifecycle talks about service strategy, development, implementation, and support activities. In ITIL V3, some aspects are now full "processes" that were previously not highlighted. iet ITSM already implements parts of many of these new processes, including Supplier Management and Knowledge Management. Two major new focus areas mesh nicely with iet Solutions' existing product set and our future roadmap plans. One of the top level ITIL V3 lifecycle governing principles is Continual Service Improvement, which is aligned with iet Process Analyzer. A new process in the Service Operation area focuses on Request Fulfillment. Future enhancements to iet ITSM Self- Service will support the Request Fulfillment process.

2 Service Desk / Incident Management Receive and prioritize incidents Graphical visualization of related CIs that comprise the affected service Trend analysis by type, impacted service, customer or location Access standard solutions in the knowledgebase Review closed incidents Link incidents to problems, change requests and CIs Background information on prior incidents, problems and requests Search across all relevant information using natural language Create incidents from inbound s Instant visibility into current problems under investigation Instant access to workarounds for open problems Automated assignment based on service Classification by service and / or category Knowledge Management Rank solutions Set expiration dates Categorize solutions by technical category Track related incidence and changes Provide feedback on available solutions Self-Service Access for users, customers and partners Log and track status of incidents, change requests and service requests Online interaction with service desk representatives Knowledgebase with full text search and frequently asked questions (FAQs) View Configuration Items (CIs) Update and maintain user profile Service status announcements

3 Request Fulfillment Request any service offered by the IT department Uses a shopping cart metaphor Provides the IT department with a sophisticated back-end to manage the approval and fulfillment processes Allows for the automatic creation of Configuration Items in the CMDB, Incidents, Changes and their corresponding workflows Problem Management Log, prioritize and check status of problems Graphical view of related CIs to affected service Trend analysis of problems Document workarounds and known errors Link to related incidents, change requests and CIs Knowledgebase with full text search and FAQs Classification by service and / or category Change Management Configurable authorization process Parallel or sequential approval or a combination of both Electronic signature for authorization Ensure change execution occurs seamlessly with Forward Schedule of Change (FSC) View and update status and priority level Graphical view of related CIs Visual change process approval tool Link to associated incidents, problems and releases

4 Service Asset and Configuration Management Care and feeding of the CMDB View IT infrastructure with iet CMDB Discovery Identify actionable items, such as security risks and configuration problems, with iet CMDB Intelligence Administer all CIs, their components and attributes, as well as their relationships to each other Maintains system CIs that are associated with shared services Graphical view of CIs that constitute a service Track which CIs are affiliated with service level agreements (SLAs) Link CIs to related incidents, problems, changes and releases Maintain the Definitive Hardware Store (DHS) and the Definitive Software Library (DSL) Supplier Management Software license management Release and Deployment Management Graphical view of affected CIs Manage releases and rollouts Log, prioritize and check status of releases Parallel or sequential approval or a combination of both Electronic signature for authorization Add change requests to an existing scheduled release Track relationships to CIs Configurable authorization process Visual change process approval tool

5 Service Level Management Access service contracts and agreements and automatically link to incidents, problems or changes Customer specific SLAs based on services, CIs, and chargeback agreements Guarantee compliance with service agreements and adherence to service quality goals and reporting Track service contracts and measure performance Log and track exceptions, holidays, and expanded or reduced service times Availability Management Help IT meet the performance levels in the SLA Calculate actual availability taking into account whether downtimes were planned or unplanned Model criticality of CIs to availability of business services Use deviations between the actual availability and the contractually guaranteed availability to determine next steps and escalation paths Graphical views of CI downtimes Analysis of mean time to repair (MTTR) and mean time between failures (MTBF) Action Management/Action Plan Management of process-dependent action plans Automate the IT playbook Escalation for single actions To do lists Individual and group actions Visual view of action dependencies Status History in the form of journal entries

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